HLAA Convention 2011 Special: Workshops - Effective Communication Strategies for the Workplace

[Guest guest]

NVRC News - July 1, 2011

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The Dozen Most Effective Communication Strategies for the Workplace

By Marla Dougherty 7/1/11

This session was packed with so much information it was hard to take notes

fast enough. Although I have been practicing some of the strategies for

years, I came away with half a dozen new techniques to try.

Bally, Ph.D. and Bonnie O'Leary, certified hearing loss support

specialist and Director of Community Outreach Programs at NVRC led the

program. To begin, pointed out it is not only important to maximize

our hearing with good hearing aids, but we also need to maximize our visual

input. If you use eye glasses, be sure to wear them because they will help

with speech reading and visual clues.

went on to say that communication situations can be complex so we need

to be open to trying new approaches. Hearing loss can be compounded by other

factors and we need to learn what to change but not get frustrated over

things we cannot change.

The workplace was the focus of the program, and and Bonnie put

together straightforward strategies and solutions that can work in any job

scenario. The techniques are sensible and easy to put into practice.

As the person with a hearing loss, we need to decide whose problem it is

when communication breaks down. We may experience feelings such as

frustration, anger, self-pity and withdrawal, and our co-workers may

experience the same reactions. By sharing our feelings and trying to take

the other person's perspective, we can develop solutions together.

Bonnie gave excellent examples of key phrases to use to open the

communication door. She suggested letting people know what makes you feel

excluded or left out and what they can do to help. Also let them know you

appreciate it when they speak slowly and face you while speaking.

shared these strategies for success in meetings:

Prepare

Plan ahead by asking in advance for the meeting agenda, which provides the

opportunity to review what will be discussed. It is easier to follow along

if you know the topic.

Decide what your communication needs will be in each situation. Will you

need to arrive early to sit in the space with the best visual advantage?

Anticipate

What language will be used in the meeting? Who will be doing the talking?

Are you familiar with the speakers' communication habits? Will you be

receiving instructions or information? Try to anticipate what will happen

so you can be mentally prepared.

Ask excellent questions

Consider a closed set question such as " Where are we meeting today? In

's office? " It will be easier to understand a short answer. Try to be

very specific with questions. Think about using questions that will get a

yes or no answer.

Change your environment or change environments

Take inventory of your work environment. How is the office or desk

placement? Can you create a better listening environment? If you can't

change your environment, think about changing environments. Suggest to your

co-worker that you move into a quieter space such as a hallway, unused

office or empty conference room for a conversation.

Develop repair strategies

Avoid saying " huh? " when you don't understand the speaker. If they have to

repeat EVERYTHING it makes them do all the work. Instead, try phrasing the

question, " I know the shipment goes out next week but who is checking the

final list? " This lets them know you were paying attention and only missed a

little.

If there is a lot of tension and a co-worker is avoiding you, having a

one-on-one meeting could be beneficial. Let your colleague know how you feel

when you are left out, and that you understand it isn't easy to always

repeat what was said. Communication is a two-way street so invite them to be

proactive and together come up with solutions. Massage people into realizing

how they can help you. Some key phrases would be " I really appreciate when

you get my attention before talking " or " I feel left out when you exclude me

so let's try... "

Another good suggestion is finding Communication Partners at work and set up

non-verbal messages you can use with each other. If they are speaking too

fast, give them the agreed upon sign for " slow down " or " rephrase " .

Be more (or less) assertive

We were asked to view assertiveness on a continuum and determine where we

are and where we want to be; passive, assertive, or aggressive. Then we were

asked to set realistic goals.

In a short skit, Bonnie demonstrated an aggressive approach to her employer.

She was clearly frustrated he forgot to bring the microphone system to the

meeting. She angrily accused him of trying to keep her out the loop because

he knew she had a hearing loss but was intentionally making the meeting

inaccessible to her.

The second time an assertive approach was adopted. Bonnie pulled her boss

aside and asked how she could best remind him to bring the microphone system

so she can understand the meeting. This approach doesn't put blame or

responsibility completely on one person but gives them direction. It strikes

a balance and the take-away-message is to stay in control without being

controlling.

Let a smile be your umbrella

Wrapping up, and Bonnie reminded us to maintain a sense of humor. Own

up to your mistakes and give yourselves a break, they said. Don't

personalize it because everyone says " huh " at times. Laugh with them and

never give up.

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Hearing Persons (NVRC), 3951 Pender Drive, Suite 130, Fairfax, VA 22030;

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